Application Support Specialist
17 hours ago
Surge Technology Solutions Inc is seeking a highly skilled Application Support Engineer to join our team. As an Application Support Engineer, you will be responsible for providing technical support to customers, dealers, and internal teams. You will serve as an eCommerce workstream Product expert / Subject Matter Expert, staying current with all digital products and applications associated with their respective workstream. You will manage cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal for every interaction. You will also triage / troubleshoot and support to Tier 1 Supplier agents.
Key Responsibilities
* Serves as an eCommerce workstream Product expert / Subject Matter Expert.
* Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal for every interaction.
* Triage / Troubleshooting also support to Tier 1 Supplier agents.
* Tactical
* Timely resolution and followup with customer & dealers
* Issue identification reports in all forms from customers, dealers, industry reps and subsidiaries.
* Issue investigation basic triage, statistical analyses, basic testing and analysis of application failures, etc.
* Resolution of commitments formally document issues and provide followup on the resolution process with dealers, customers and appropriate internal teams.
* Manages handups/escalation paths in support of daily operations.
* Manages requests to the urgency defined by our service level agreements.
* Serves as the primary point of contact for Tier 1 for the lines of business the Digital /Prod Service Engineering supports.
* Supports continuous improvement efforts.
* Creates and updates self service and Tier 1 support knowledge articles for digital products and applications.
* Analyze and develop new customer service rep training or customer self service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.
* Support Digital Product training for CSRs
* Supports the development and maintenance of Business Rules
* Validate and create process maps
* Provides input to digital product and application support teams.
* Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.
Interaction with Team
* Team consists of 8 folks on immediate team, working with primarily supplier tier 1 Support/ support agents ( 50 people)
* Working internally with various Depts.
Work Environment
* Hybrid work model ( 1x in office as of now)
Education & Experience Required
* Preferred college or university degree, technical certification and/or equivalent experience.
* At least 2 years of experience in product service support, application support, or equivalent support work.
Technical Skills (Required)
* Interpersonal skills to deal with sensitive, emotional or potentially controversial situations.
* Ability to influence behavior change in people (including customers, suppliers, other employees, dealers, etc.) and/or obtain the cooperation and commitment of others as needed
* This position should be familiar with project management methodologies as they will participate in multiple projects representing expertise for the application or process.
* Experience with the use of Salesforce, specifically for Customer Relationship Management
* Experience in Contact Center Operations, specifically related to customer experience and/or customer support
* Vendor Management experience
Soft Skills (Required)
* Strong planning and communication skills
* Strong critical thinking/problem solving skills
* Excellent customer service mentality.
* Strong attention to detail
* Initiative and/or independent problem solving
Disqualifiers/Red Flags
* Choppy tenure (if the role was a project, please make sure that is clear on resume and that they completed the project).
* Grammatical errors on resume.
* If the candidate does not have experience working in a team environment, they would not do well in this role.
* If the candidate's current residence/location is not on resume, they will be DQ.
* If candidate is not local, but open to relocating on their own dime, please make sure that is clear on resume.
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